# Escalations Land On A Human With Full Context

_Summary, history, sentiment, and the recommended next step attached._

The Customer Support Team is a team of AI Employees on [Sistava](/en).

Escalation handoffs fail when context gets lost. We attach the summary, the full history, the sentiment trajectory, the customer record, and the recommended next step. The human picks up where the team left off without re-reading three threads.

Time-to-resolution drops because nobody re-investigates. Senior agents spend their time solving, not reconstructing.

## What you get

- Summary and history attached to every handoff
- Sentiment trajectory and emotional state flagged
- Recommended next step proposed by the team
- Customer record (plan, value, tenure) pre-loaded

## How it works

1. **Decide to escalate:** Trigger by rule, agent request, or customer request.
2. **Compose the handoff:** Summary, history, sentiment, recommended action.
3. **Route to the right human:** Senior agent, manager, or specialist by topic and severity.

## FAQ

### When does it escalate?

On rules: severity, customer tier, missed SLA, hostile sentiment, complexity. Tunable per organization.

### Does the customer notice?

Tone stays consistent. The customer feels handed off to a senior person, not bounced.

### Can the human reverse the escalation?

Yes. If the senior agent decides the team can handle it after all, the ticket goes back with notes.

## Related

- [Every Ticket Sorted, Tagged, And Routed In Seconds](/en/teams/customer-support/ticket-triage)
- [Long Threads Read In 30 Seconds](/en/teams/customer-support/conversation-summarizer)
- [SLAs Met Every Week, Not Just When You Look](/en/teams/customer-support/sla-monitor)